Technician tasks

Audience: staff — you work tickets, run a service day, and log the time that becomes an invoice.

"It is 8am and the queue is full"

Your first ticket — the whole path once: pick a ticket, start the timer, write the note, stop the clock, send hours to billing.
Work a ticket — the daily version, with internal and customer-visible notes and the approval step.
Dispatch from the board — if you are the one moving unassigned tickets onto open slots.

Run a service day from the phone — accept visits, clock in and out on tickets, log mileage between stops, keep working without signal.
Work a day pack — the trip list for today and what has to be in the van before it leaves.
Check out tools and use parts on site — kits out, parts consumed against the ticket, equipment returned.
Move stock and check out tools in the field — scan a tag, transfer between van and stockroom, confirm a delivery.
Use the Marula mobile app — install, biometric sign-in, and how offline changes sync back.

Log billable time with categories — pick the work category, and record a reason whenever work is marked non-billable.
Work a ticket — how hours leave your timer and land in the approval queue your office works from.
Why the rate on a client's invoice is what it is — the agreement types behind the rate, for when a client asks you directly.

Use reply snippets — canned replies with the customer and ticket details filled in.
Sign your own email — your greeting and signature on ticket replies, inside the org policy.
Configure email — when a reply does not arrive, this page names the delivery states you can check.

Use the keyboard shortcuts — hold Alt for the shortcuts on the current screen, ? for the full sheet.
Use multiple windows — dispatch, stock lookup and active tickets on separate monitors.
Scan barcodes and QR codes — a USB scanner or a phone camera, without losing focus in the form you are filling.
Use Marula with a keyboard, a screen reader, and themes — light, dark and high-contrast themes, and navigating without a mouse.

Get help inside Marula — the ? panel on the surface you are on, and the feature tours.
Troubleshooting — start from what you see, not from which feature it belongs to.

Reading the queue: priority, the SLA clock and what the remaining time on a ticket means while you work it. The SLA pages are written for the admin who configures them.
Escalating a ticket you cannot finish: which board or queue it should move to, and who is expected to pick it up. No page describes the handover.
Reviewing someone else's hours: the approval side of the queue is described from the person submitting, not the person signing off.